Customer Support Consultant

Are you a passionate Customer Service Representative looking to take the next step in your career? Perhaps you have experience in clinic or medical administration and are looking to change your career direction? Or you have a clear passion for Technology and the Cloud If so, Medical Director may have what you’re looking for.

MedicalDirector is part of the Telstra Health group, Australia’s largest e-Health company which provides software products, solutions, platforms and services across health, aged care and social services.

In this role, you will work with the Onboarding team to provide dedicated support to our customers post go-live and prepare them for transition to BAU status with our Customer Experience team.

**Requirements**:
In this role, you will:

- Manage customers and provide Helix support post go-live in Hypercare status using Medical Director support tools for case management and tracking and working within SLA’s for response times.
- Demonstrate empathy towards customers in Hypercare to provide focused support during their early stages of Go-Live and change management with Helix.
- Use your excellent time management skills to respond to multiple customers ensuring they’re successful in leveraging and loving their Helix solution.
- Prepare customers for their transition to Customer Experience team through case management and enablement with navigating and using Medical Director customer support tools.
- Enjoy being a strong team player as part of a fun and dynamic team environment, whilst being empowered to contribute in your own way.
- Contribute to the Onboarding team’s ongoing productivity initiatives.
- Be provided with training and coaching to assist you in developing your skills and career path further.

You should have:

- Excellent written and verbal communication skills with the ability to articulate technical problems and solutions.
- A deep care for customer support and the role it plays in making a customer-centric team successful.
- Prior experience in Customer Service for a growing technology company.
- The recognition that every bit of work you do makes a real difference in keeping our customers delighted.
- Exposure to CSM software systems to track and manage enquires.
- High degree of computer or technical literacy with practical understanding and interest of how software works.
- Proficiency in using Microsoft Office

You might also have:

- Experience in a technical support position with clients who require varying degrees of troubleshooting.
- Exposure to and/or understanding of the healthcare industry.
- Experience with Salesforce within a customer service team.
- Availability to work a variety of shifts on a rotating roster between Monday - Friday, usually with shifts between 8:00am and 8:00pm on weekdays. Weekend and public holiday shifts will also be required occasionally.

What's in it for you:

- Free Telstra mobile phone and plan for eligible employees
- Multiple leave options including paid parental, annual, sick, and COVID-19 Pandemic Leave
- Purchase leave options
- Flexible Work Policy that includes flexible hours and work from home options
- Free 24/7 professional and confidential support for you and your family via Benestar
- 25% discount on Telstra services including home broadband and post-paid mobiles
- Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
- A diverse and supportive environment where you can bring your whole self to work
- Employee representative groups to support diverse employees
- Career development and growth with ongoing free learning courses